GiriBabu M
Operation Manager
Bengaluru
Summary
A dynamic leader with a proven track record at Wakefit Innovations Pvt Ltd., I excel in operations management and strategic planning. Spearheaded initiatives that significantly enhanced efficiency, customer satisfaction, and profitability. Skilled in team leadership and decision-making, I foster collaboration and innovation, driving performance improvements and competitive positioning.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Manager – Operations
Wakefit Innovations Pvt Ltd.
Bengaluru
09.2017 - Current
- Successfully managed the end-to-end ticketing process for Wakefit's diverse product line including outbound calls, escalation management and control tower operations.
- Coordinate with Cross-functional teams, including finance, supply chain, and logistic Team, to address customer concerns related to orders, deliveries, and refunds.
- Developed Standard Operating Procedures (SOPs) to ensure operational consistency and compliance.
- Identified business growth opportunities and optimized resource allocation through Time and Motion Analysis.
- Performed competitive analysis and monthly forecasting to guide business decisions and performance improvement.
- Track key performance indicators (KPIs) including CSAT, FCR, SLAs, and average handle time, driving improvements to meet targets.
- Supervise team leaders and agents, providing coaching, feedback, and performance reviews to ensure high motivation and performance.
- Collect and analyze customer feedback to identify process improvements and implement corrective actions to address recurring issues.
Education
Bachelor of Commerce -
Bangalore University.
Bengaluru, India 06.2007 - 04.2010
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Customer service
Staff management
Policy implementation
Cross-functional teamwork
Project planning
Goal setting
Complex Problem-solving
Certification
Advanced Excel for Data Analytics
Timeline
Manager – Operations
Wakefit Innovations Pvt Ltd.
09.2017 - Current
Bachelor of Commerce -
Bangalore University.
06.2007 - 04.2010